Terms & Conditions

1. Introduction

These Terms & Conditions (“Terms”) govern all services provided by Love & Mercy Travel Sdn Bhd (“the Company”), a licensed travel agency operating in accordance with the Tourism Industry Act 1992 and regulations issued by the Ministry of Tourism, Arts and Culture Malaysia (MOTAC).

By making a booking or engaging our services, you (“the Customer”) acknowledge and agree to be bound by these Terms.

2. Scope of Services

• Inbound and outbound tour arrangements
• Flight ticketing (individual and group)
• Hotel, apartment, and accommodation bookings
• Transportation arrangements
• Event management and MICE services
• Theme park, attraction, and e-ticket sales

3. Bookings & Payments

3.1 Booking Confirmation

• All bookings are subject to availability and confirmation.
• A deposit or full payment may be required depending on service type.
• Bookings are confirmed only upon receipt of payment.

3.2 Payment Terms

• Payments must be made under the Company’s registered business name.
• All bank charges and transaction fees shall be borne by the Customer.
• Late payments may result in automatic cancellation without notice.

3.3 Pricing

• Prices are subject to currency fluctuations, taxes, fuel surcharges, and supplier revisions.
• Any additional charges imposed by suppliers or authorities must be paid by the Customer.

4. Cancellations, Amendments & Refunds

4.1 Customer Cancellation

• All cancellations must be made in writing via email.
• Cancellation charges are subject to supplier policies.
• Deposits and e-tickets are generally non-refundable.

4.2 Company Cancellation

• The Company reserves the right to cancel services due to unforeseen circumstances.
• Refunds, if applicable, are subject to supplier approval.

5. Travel Documents & Insurance

5.1 Travel Documents

• Customers are solely responsible for valid passports, visas, and permits.
• The Company shall not be liable for denied boarding or entry.

5.2 Travel Insurance

• Customers are strongly advised to obtain comprehensive travel insurance.
• The Company is not responsible for losses, injuries, or medical expenses.

6. Third-Party Suppliers

The Company acts strictly as an agent for airlines, hotels, transport providers, and other suppliers. All services are subject to the respective supplier’s terms and conditions.

7. Limitation of Liability

• The Company shall not be liable for delays, force majeure, acts of God, strikes, pandemics, or government actions.
• Any claims must be pursued directly against the service provider.

8. Complaints & Dispute Resolution

• Complaints must be reported immediately during service usage.
• Written complaints must be submitted within 7 days after service completion.
• Disputes shall be governed by Malaysian law.

9. Governing Law & Jurisdiction

These Terms are governed by the laws of Malaysia. Any disputes shall fall under the jurisdiction of the courts of Selangor or Wilayah Persekutuan Kuala Lumpur.

10. Amendments

The Company reserves the right to amend these Terms at any time. Updated versions will be published on the Company’s website.

By engaging the services of Love & Mercy Travel Sdn Bhd, you confirm that you have read, understood, and agreed to these Terms & Conditions.

© 2026 Love & Mercy Travel Sdn Bhd. All rights reserved.